A Day In The Life Of A Customer Service Associate Manager At Wells Fargo
A typical day for Stephen, a Customer Service Associate Manager at Wells Fargo, involves reviewing emails and addressing urgent issues such as system outages impacting customer service, followed by meetings, coaching sessions, and collaborations with other departments to resolve complex customer problems. Later in the day, the focus shifts to call reviews, compliance training, and risk training, reflecting the multifaceted nature of the role and its blend of immediate problem-solving and long-term strategic development.
Communication, Teamwork, Problem-Solving, Leadership, Compliance
Advizer Information
Name
Job Title
Company
Undergrad
Grad Programs
Majors
Industries
Job Functions
Traits
Stephen Renzi
Customer Service Associate Manager
Wells Fargo
Drake University 2009
N/A
Political Science, American Studies
Finance (Banking, Fintech, Investing)
Sales and Client Management
Took Out Loans
Video Highlights
1. Manages and motivates a team through one-on-one coaching and team meetings.
2. Collaborates with other departments to resolve customer issues.
3. Conducts call reviews and participates in compliance and risk training to maintain quality and adherence to regulations.
Transcript
What does a day in the life of your role look like?
A day in the life can change, but it typically starts in the morning. I'll check my email and review anything that developed overnight or that I've missed, like updates about my team or changes to our procedures that I need to communicate. I also look for any system outages we might need to work around to ensure we can still answer customer calls.
I spend the first part of the day doing that. After that, it's a lot of meetings. These are often one-on-ones with my team, or with other managers in my department.
Sometimes specific cases come up that need attention. This could involve working with other departments to resolve a customer issue, and I try to assist where I can.
I also have some evening responsibilities. The evenings are a bit quieter with less call traffic, so that's when I handle things like call reviews. I listen to calls my team has taken to look for opportunities.
Additionally, I use this time for any compliance or risk training that I'm required to take. Those are how I spend the later part of my day.
Advizer Personal Links
No